Komlayn (Synterra)

The implementation project of support system of transactions and business (OSS/BSS) of Naumen Telecom was begun in November, 2004 and included several stages, on each of which implementation of separate system modules was carried out.

Project Objectives

The main rate of Komlayn in competitive struggle is the high level of service. For this reason the companies were required effective remedies of process control of customer service, addressing in a support service of Komlayn. Using modern IT solution the company management was going to automate all process of customer service from the moment of acceptance of the request to the actual fault repair.

The implementing solution Naumen Telecom helped southern Ural the telecom operator to integrate key business processes, thereby having provided serious advantage in competitive struggle.

Project Progress

Implementation of Naumen Telecom was carried out by forces of staff of Komlayn at technical support of specialists of NAUMEN. The developed customizers which are available in a system allowed IT specialists of Komlayn to adapt independently the solution to specifics of home company, using only services of consulting from NAUMEN company. For employees of a support service of Komlayn training courses were conducted.

In January, 2005 the module Service Desk was brought into operation.

From March to May, 2005 works on implementation of the module CRM were carried out, process of connection of new clients was automated:

• Registration of the request;

• The choice of services for the client;

• Creation of the agreement with indication of an agreement type from the reference book (4 types);

• Automatic generation of a document package – the agreement, the sheet of the order of services;
• Reconciliation procedure of the agreement in accounting and at the management;

• Execution of the account on receiving advance payment;

• Document transfer on execution in engineering department – on connection of the client;

• Informing curator on entering of the client into a billing DB.

• Automatic import of data on invoices and payments from 1C in the module CRM is also organized. It allows to keep track of balance of the client when rendering technical support services.

The next stage implementation of the module Service Desk Telecom followed.

During implementation processing of problems, customer service and providing the provided communication services were automated. Employees of a support service of Komlayn received in the order the automated funds for accounting of faults and dresses for their elimination, storage of history of request processing and interaction between the staff of service.

Project Results

With the implementing solution Naumen Telecom the company had an opportunity to manage processes of customer service and processing of problems. Management of these processes is based on the basis of data on priorities of services, classes of customer service and procedural terms of fault recovery.

At implementation the two-level model of the organization of a support service put in the concept of Naumen Telecom was used. According to this concept a system automates work of operators (managers) who are responsible for registration and control of accomplishment of requests, and technical specialists (engineers) who are engaged in failure handling and faults.

Addressing by the phone number of a support service or by e-mail, clients announce the problems or questions which arose at them. After the request is accepted, the client automatically receives the notification with a requisition number. During the regulated time announce the client fault repair terms.

Project Development

In the summer of 2008 the number of users of Naumen Telecom grew to 120, active further increase in number of the employees working in a system is planned. Also the next project plans are integration with a billing system of Forward.